Tier Two Technical Support

Job Title: Journeyman Tier Two Technical Support Analyst

Location: Aberdeen Proving Ground, MD (On Site)

Schedule: Full‑Time, Day Job. May require shift changes to cover off hours and weekends. The position may change to 12‑hour days with a shortened work week.

Travel: None

Clearance: TS/SCI required; must be able to obtain TS/SCI with polygraph within 6 months of hire.

SAIC is seeking a Journeyman Tier Two Technical Support Analyst with Information Technology (IT) and communication systems experience to support the U.S. Army Combat Capabilities Development Command (CCDEVCOM), Engineering and Systems Integration (ESI) Directorate, Quick Reaction Capability (QRC) Branch (C5

ISR-QRC). The role supports research and development of technologies that enable systematic processes for gathering, organizing, distilling, sharing, developing, and using information to better understand the enemy and its environment during full‑spectrum operations.

• Provide real‑time technical support to C5
  
  ISR TSIG Programs, including Picket line, TSPRING, and SCAMP.
• Support TSIG, a system of systems composed of persistent, non‑persistent, and survey signals SIGINT systems with a novel network transport layer.
• Offer solution support for persistent (Picket line), non‑persistent (Trojan Soldier Portable Remote Intelligence Group – TSPRING), and survey (Survey Collection and Analysis Mobile Platform – SCAMP) variants.
• Deliver system and network support, including advanced troubleshooting requiring remote access or specialized diagnostic tools and system anomaly resolution.
• Provide Tier 2 support covering resolution of escalated Tier 1 tickets.
• Manage system recovery tasks such as reboots, network outages, and power outages.
• Restart mission and operating system services as needed.
• Create data‑flow issue tickets and engage external data‑flow partners for resolution. Validate and troubleshoot RF data and applications.
• Perform network and application‑level troubleshooting when RF is unavailable or interrupted to sensor software.
• Work with analysts to enable or troubleshoot specific signal detection or collection.
• Coordinate Field Support Representative (FSR) support for touch labor.
• Track and report hardware problems.
• Respond to cyber‑security alerts and required actions. Respond to system alerts and initiate response plans.

• Bachelor’s Degree in Information Technology, Computer Science, or equivalent, and nine years of overall experience, with 3‑5 years of direct experience in IT and information assurance, or equivalent; additional experience may substitute for the degree.
• IATII Level Certification (Security+) in line with DoD 8570.
• Experience with Windows and Linux operating systems.
• Basic understanding of the management and operation of virtualization and containerization technologies (LKVM, ESXi, Hyper‑V, Docker, Podman, Kubernetes).
• TS/SCI security clearance required t obtain a counter‑intelligence polygraph within six months of hire; dual citizenship is a disqualifier.
• Minimum 3‑5 years of experience in IT and information assurance or equivalent disciplines, including industry or DoW background.
• Ability to read and interpret network and electronic diagrams and troubleshoot system errors.
• Proficiency in ITSM ticketing, e.g., JIRA Service Management or I‑Help.
• Strong background in Microsoft Office tools.
• Ability to build and maintain customer relationships and partnerships with stakeholders at all levels.
• Experience with the following technologies:
  • Linux (Red Hat variation).
  • SELinux, ACL, and PAM security.
  • BASH scripting.
  • Puppet.
  • YAML.
  • TCP/IP networking.
  • DHCP Server on Linux.
  • DNS Server on Linux and Windows.
  • PXE/Anaconda provisioning.
  • Active Directory.
  • Niagara Files.
  • Public Key Infrastructure.

• Familiarity with the systems supported by this help desk.
• Familiarity with communication security and signals intelligence designs and operations.
• Familiarity with network operations and repair.
• Familiarity with quality assurance policies and procedures for DoD systems.
• Familiarity with satellite communications (SATCOM) and radio frequency (RF) systems.
• Prior military IT or networking experience a plus.
• Relevant computing environment certifications, e.g., Linux+, Microsoft Windows Certified Administrator, Red Hat Certified Administrator.

Target salary range: $120,001 – $160,000. The estimate displayed represents the typical salary range for this position based on experience and other factors.